Remove requestor on create?

RT Users
1

I’m looking for a way to remove the requestor from server generated
email tickets. These would be from “root@sys1.example.com” or
“alom-admin@sys1000.example.com”. Basically what I’m trying to prevent
is any email getting sent back out of RT to a system that is simply
going to bounce the email. Our servers don’t accept incoming mail and
bounce it back to Exchange.

Any thoughts on how I could do this? I’ve looked through the wiki and
didn’t find anything like this.

Matt

-----Message Disclaimer-----

This e-mail message is intended only for the use of the individual or
entity to which it is addressed, and may contain information that is
privileged, confidential and exempt from disclosure under applicable law.
If you are not the intended recipient, any dissemination, distribution or
copying of this communication is strictly prohibited. If you have
received this communication in error, please notify us immediately by
reply email to Connect@principal.com and delete or destroy all copies of
the original message and attachments thereto. Email sent to or from the
Principal Financial Group or any of its member companies may be retained
as required by law or regulation.

Nothing in this message is intended to constitute an Electronic signature
for purposes of the Uniform Electronic Transactions Act (UETA) or the
Electronic Signatures in Global and National Commerce Act (“E-Sign”)
unless a specific statement to the contrary is included in this message.

While this communication may be used to promote or market a transaction
or an idea that is discussed in the publication, it is intended to provide
general information about the subject matter covered and is provided with
the understanding that The Principal is not rendering legal, accounting,
or tax advice. It is not a marketed opinion and may not be used to avoid
penalties under the Internal Revenue Code. You should consult with
appropriate counsel or other advisors on all matters pertaining to legal,
tax, or accounting obligations and requirements.

2

You could set up a separate queue and not use an autoreply scrip.

Millard, Matt wrote:

3

Matt,

I have set a few other fields before, but not the "Requestor". I think

the condition should be like this:

Custom condition:

determine source of transaction

my $trans;
my $msgattr;

$trans = $self->TransactionObj;
return 0 unless $trans->Type eq “Create”;
$msgattr = $trans->Message->First;
return 0 unless $msgattr;
return 1 if $msgattr->GetHeader(‘Received’);
return 0;

This will make sure the actor gets set ONLY if it is an email create.

Then I would either set the TRANSACTION creator like this PREP code:

Custom action preparation code:

set Creator to �Nobody�

my $Trans = $self->TransactionObj;
$Trans->SetCreatorId(10, ‘Force’);
return 1;

maybe that should be “SetCreator” instead of “SetCreatorId”?

	OR

you could change the Ticket Requestor like this cleanup code:

Custom action preparation code:

return 1;

Custom action cleanup code:

set Requestor to �Nobody�

my $Ticket = $self->TicketObj;
$Ticket->SetRequestor(10, ‘Force’);
return 1;

I'm not sure I have the right object names for the actor "Creator" or

“Requestor”. That might have to change, but the logic and condition code
should work. Hope this helps.

Kenn
LBNLOn 12/18/2007 11:25 AM, Millard, Matt wrote:

I’m looking for a way to remove the requestor from server generated
email tickets. These would be from “root@sys1.example.com” or
“alom-admin@sys1000.example.com”. Basically what I’m trying to prevent
is any email getting sent back out of RT to a system that is simply
going to bounce the email. Our servers don’t accept incoming mail and
bounce it back to Exchange.

Any thoughts on how I could do this? I’ve looked through the wiki and
didn’t find anything like this.

Matt

-----Message Disclaimer-----

This e-mail message is intended only for the use of the individual or
entity to which it is addressed, and may contain information that is
privileged, confidential and exempt from disclosure under applicable law.
If you are not the intended recipient, any dissemination, distribution or
copying of this communication is strictly prohibited. If you have
received this communication in error, please notify us immediately by
reply email to Connect@principal.com and delete or destroy all copies of
the original message and attachments thereto. Email sent to or from the
Principal Financial Group or any of its member companies may be retained
as required by law or regulation.

Nothing in this message is intended to constitute an Electronic signature
for purposes of the Uniform Electronic Transactions Act (UETA) or the
Electronic Signatures in Global and National Commerce Act (“E-Sign”)
unless a specific statement to the contrary is included in this message.

While this communication may be used to promote or market a transaction
or an idea that is discussed in the publication, it is intended to provide
general information about the subject matter covered and is provided with
the understanding that The Principal is not rendering legal, accounting,
or tax advice. It is not a marketed opinion and may not be used to avoid
penalties under the Internal Revenue Code. You should consult with
appropriate counsel or other advisors on all matters pertaining to legal,
tax, or accounting obligations and requirements.

The rt-users Archives

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll take
up to 20 percent off the price. This sale won’t last long, so get in touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

4

At Tuesday 12/18/2007 03:20 PM, Kenneth Crocker wrote:

set Creator to “Nobody”

$Trans->SetCreatorId(10, ‘Force’);

Kenn,

I know this is picky, but it’s probably better to use $RT::Nobody->Id
than 10 - there’s no guarantee that the Nobody Id will always be 10
in the future. Plus it makes the code a bit more self-commenting.

Steve

5

Hi;

I don’t think there is a need to change the creator to “Nobody”, I think
for Matt’s purposes just remove the requester, I have the following
global scrip working for me:

Condition : On Create
User defined Action ,
prep code : return 1;
clean up code:

$self->TicketObj->DeleteWatcher(Type => ‘Requestor’, Email
=>‘emailaddress you want to remove’) ;
return 1;

You can add if’s if you want to be specific but if RT does not match the
email address it moves on.

Regards;
Roy

Kenneth Crocker wrote:

6

Stephan,

Good point. I've only been using PERL for a little while here so some

code I’ve just copied from others. You idea makes sense to me. Thanks.

Kenn
LBNLOn 12/19/2007 7:22 AM, Stephen Turner wrote:

At Tuesday 12/18/2007 03:20 PM, Kenneth Crocker wrote:

set Creator to “Nobody”

$Trans->SetCreatorId(10, ‘Force’);

Kenn,

I know this is picky, but it’s probably better to use $RT::Nobody->Id
than 10 - there’s no guarantee that the Nobody Id will always be 10 in
the future. Plus it makes the code a bit more self-commenting.

Steve